Desktop Support
Location: Raleigh, NC
Job Type: full-time
Company: Protolabs
Salary: $23.37 - $31.11 a year
Category: Information Technology
Job Description Apply Now
Be yourself at Protolabs
Studies have shown that women and people of color are less likely to apply to jobs unless they meet every single qualification. We are an equal opportunity employer, and we are committed to building a diverse team that feels they are valued in the workplace. So do you feel you do not meet every single requirement but still intrigued? We encourage you to still apply! You can help make our company even better. We do not discriminate based on race, color, national origin, sexual orientation, gender, age, mental or physical ability, or any way you represent yourself. We strongly believe diversity makes for more successful teams.
Why Protolabs?
We are the leaders in digital manufacturing. We hire doers, makers, and creative thinkers who tackle our roles with an entrepreneurial spirit. Our culture is centered around meaningful work that brings new and innovative products to market at unprecedented speeds. We are a diverse team that comes from all walks of life and take pride in our team who is smart, genuine, humble, and passionate about what we do. It’s our people who fuel our creativity and make our culture feel like home.
This is an onsite role based in our Raleigh, NC location.
As a Desktop Support professional you’ll be on the front lines of enabling our teams to do their best work. In this role, you’ll deliver high‑touch technical support to end users, resolving a variety of computer, application, system, hardware, and access issues with efficiency and care. You’ll diagnose and troubleshoot moderately complex technical problems, respond to support requests via phone, email, and online channels, and ensure a smooth, productive technology experience for employees.
You’ll also play a key role in documenting and tracking issues, contributing to continuous improvement of our support processes, and collaborating with cross‑functional IT teams to deliver timely, effective solutions. This is an ideal opportunity for a service‑oriented technologist who enjoys problem‑solving, learning new technologies, and making a real impact in a fast‑paced, innovative environment.
- Build, deploy, maintain, and troubleshoot end‑user hardware, while managing asset inventory to ensure reliable technology across the organization
- Provide Tier 2 remote and onsite technical support for U.S. locations within your region, supporting both office and production environments
- Deliver hands‑on technology support that keeps both corporate teams and manufacturing operations running smoothly
- Create, maintain, and improve team process documentation to support knowledge sharing and operational consistency
- Own Tier 2 support tickets end‑to‑end, resolving issues efficiently or partnering with the appropriate teams to escalate when needed
- Participate in an after‑hours, on‑call rotation to support business‑critical needs outside normal working hours
- Collaborate with teammates on larger IT initiatives and technology projects that drive continuous improvement
- Engage in cross‑training with the Service Desk to expand skills and provide additional support coverage when needed
- Associate’s degree or equivalent hands‑on experience in IT, technology support, or a related field
- 2–4 years of experience providing desktop or technical support in a dynamic environment
- Strong communication skills, with the ability to clearly explain technical issues to both technical and non‑technical users
- A customer‑first mindset, focused on delivering positive, professional support experiences
- Collaborative team player who works effectively with both IT colleagues and cross‑functional business partners
- Advanced technical knowledge with strong troubleshooting and problem‑solving skills
- Detail‑oriented and process‑driven, with the ability to follow established procedures while identifying opportunities for improvement
- Eager to learn new technologies and expand technical capabilities in a fast‑moving environment
- Proven ability to prioritize tasks, stay organized, and remain effective when managing multiple requests at once
Experience using the following:
- Image deployments system
- Active Directory
- Exchange
- Windows OS
- Ticketing systems
- VDI
- Networking
- We offer a competitive total compensation package
- In addition, we offer competitive benefits including but not limited to:
- Health Insurance: Traditional OR High Deductible plan
- Flexible Spending Accounts
- Health Savings Account (including employer contributions)
- Dental and Vision
- Basic and Supplemental Life Insurance
- Short-Term and Long-Term Disability
- Paid caregiver leave
- You will receive PTO + Wellness Hours + Holiday Pay + Volunteer Hours
- 401k with company match and immediate vest
- Employee Stock Purchase Program with a 15% discount
- And More!
Proto Labs maintains ITAR-compliant operations in all of our United States based facilities. Due to ITAR regulations, this role is only open to U.S. Citizens, lawful permanent residents (green card holders) or foreign nationals granted refugee or asylee status. Individuals with temporary visas (e.g. E, F-1, H-1, H-2, L, B, J, TN or OPT) are not eligible for hire in this role.
Proto Labs, Inc. is an Equal Opportunity Employer
Physical Demands:
While performing the essential duties of this job, the employee is regularly required to sit; use a computer keyboard, monitor and mouse, telephone and printer; reach with hands, and arms, talk, see and hear. The employee is occasionally required to stand, walk, stoop or kneel and must occasionally lift and/or move up to 25 pounds.
Work Environment:
Indoors (A/C); nonsmoking; the majority of this job function is performed in an office setting requiring normal safety precautions. However, there may be job duties that require the employee to spend time in the manufacturing areas exposed to machinery and noise; eye protection occasionally required. Occasionally works in outside weather conditions. Occasionally works near moving mechanical parts and in high, precarious places and is occasionally exposed to wet and/or humid conditions, fumes or airborne particles, toxic or caustic chemicals, risk of electrical shock and vibration. The noise level in the work environment is usually quiet to moderate.